LATEST THINKING

Seeing beyond theloyaltyillusion:

OVERVIEW

Leaders struggling to find capital they can use to drive growth may want to look at all the investments they’ve made in the name of loyalty. That’s because loyalty programs typically cost more, and deliver less, than many realize.

To reclaim the loyalty value that is slipping through their fingers, savvy business leaders are starting to rethink what loyalty means for their customers—and for their business. Along the way, they are creating new strategies that unlock loyalty’s untapped potential.

Download the point of view to learn how the leaders are finally speaking the right "language of loyalty."

ADDITIONAL INSIGHT

AUTHORS

Robert helps organizations achieve high performance by designing and executing new strategies for consistently providing customers with a differentiated, more profitable and more satisfying experience. He has supported large-scale, transformational programs for clients in the Banking, Consumer Goods and Services, Retail, Communications, Media and Technology industries, as well as for government entities. Robert is based in Minneapolis.

Phil is a managing director with Accenture Strategy, and a member of the North America Advanced Customer Strategy practice. He has over 25 years of management consulting experience in strategy consulting including customer-centered growth strategy and broad-scale business transformation. Prior to joining Accenture, Phil was a Partner at Bain & Company where he worked as part of the Marketing and Customer Insight group, leading customer experience and NPS engagements as well as growth strategy efforts. In addition, Phil led a unit of Visa, Inc. where he implemented the Net Promoter System focused on Visa's business customers. Phil received his MBA from the Yale School of Management with a concentration in Strategy and Finance, and a BA in Economics from University of Pennsylvania. He is based in San Francisco.

Fabio helps organizations achieve high performance by designing and executing new strategies for consistently providing customers with a differentiated, more profitable and more satisfying experience. In addition, he specializes in Digital Sales Strategy and Sales Operational Excellence. He has supported transformational programs for clients in the Communications, Banking and Insurance industries. Fabio is based in Rome.

Kevin helps organizations around the world define their strategic imperatives, and design and develop customer strategies, segmentation and customer-centric capabilities, and value realization programs. He has worked across a variety of industries, within both B2B and B2C business models, to help clients manage multiple initiatives, including many focused on performance and customer data management. Kevin is based in Minneapolis.

Robert helps organizations achieve high performance by designing and executing new strategies for consistently providing customers with a differentiated, more profitable and more satisfying experience. He has supported large-scale, transformational programs for clients in the Banking, Consumer Goods and Services, Retail, Communications, Media and Technology industries, as well as for government entities. Robert is based in Minneapolis.

Phil is a managing director with Accenture Strategy, and a member of the North America Advanced Customer Strategy practice. He has over 25 years of management consulting experience in strategy consulting including customer-centered growth strategy and broad-scale business transformation. Prior to joining Accenture, Phil was a Partner at Bain & Company where he worked as part of the Marketing and Customer Insight group, leading customer experience and NPS engagements as well as growth strategy efforts. In addition, Phil led a unit of Visa, Inc. where he implemented the Net Promoter System focused on Visa's business customers. Phil received his MBA from the Yale School of Management with a concentration in Strategy and Finance, and a BA in Economics from University of Pennsylvania. He is based in San Francisco.

Fabio helps organizations achieve high performance by designing and executing new strategies for consistently providing customers with a differentiated, more profitable and more satisfying experience. In addition, he specializes in Digital Sales Strategy and Sales Operational Excellence. He has supported transformational programs for clients in the Communications, Banking and Insurance industries. Fabio is based in Rome.

Kevin helps organizations around the world define their strategic imperatives, and design and develop customer strategies, segmentation and customer-centric capabilities, and value realization programs. He has worked across a variety of industries, within both B2B and B2C business models, to help clients manage multiple initiatives, including many focused on performance and customer data management. Kevin is based in Minneapolis.

Select your location

We were unable to find a match for "$searchstring." Try searching again by using different or more general keywords and check for spelling errors.

RECOMMENDED CONTENT

FILTER RESULTS

FILTER RESULTS

Connect with our Talent Community

Personalize your Accenture Career search and receive tailored news, insights and job alerts. Join our Talent Connection to learn more about the challenging and rewarding career opportunities offered by Accenture.